Customer Service Centre Manager

Location: Wakefield

Employment type: Full Time, Permanent

Working Hours: Monday to Friday, 40 hours per week

What’s in it for you:

• 24 days annual leave plus bank holidays
• Option to buy 5 additional holidays
• Group Personal Pension Plan
• Career development & progression with the opportunity to earn professional qualifications
• 24/7 access to a virtual GP and Mental health support & counselling services
• Cycle to Work scheme
• Discount club - supermarkets, phone bills, gyms & more!
• Life assurance cover
• Enhanced Maternity Pay
• Long service recognition
• Active local social committees
• Regular social events
• Paid volunteering opportunities in your community

About The Role:

We have a fantastic opportunity to join our Team in Wakefield Private Networks Division as a Customer Service Centre Manager. You will be responsible for managing key client contracts as a single point of contact, including responsibility for financial performance and will have total ownership of customer satisfaction and monitoring of CSAT measurements and driving subsequent findings, always an ambassador in the Ipsum Way and Ipsum Values.

You will look to develop opportunities, identifying remedial works, maintenance pull through works, project work and cross selling between Ipsum business units. The Contract Manager will also be responsible for ensuring client retention, this shall include pricing for contract renewals to the appropriate price/margin, ensuring we receive renewed contracts and identify areas of contract scope growth.

Developing internal interfacing, working with Planning, Operations and Sales, ensuring efficient and consistent client interface with clear communication lines. This shall also include management of subcontractors and suppliers, ensuring they work in accordance with the Ipsum Way and Ipsum Values.

Accountable for ensuring works are scheduled in a professional and efficient manner working with Ipsum’s planning, operations and projects teams, and in compliance with Health and Safety legalisations. Should always identify potential issues before they become an issue, ensuring appropriate control measures are implemented - always keeping clients involved.

As a Customer Service Centre Manager you will:

• Manage Key Client and Key Contracts, as a single point of contact and focal point, streamlining communications and ensuring a consistent Ipsum approach.
• Be responsible and accountable for contract financial performance, ensuring all prices and margins are consistent, monitored and controlled.
• Have complete ownership of customer satisfaction and for client retention. Monitoring of CSAT measurement, reviewing findings and accountable for implementing actions from CSAT findings.
• Identify sales opportunities through site visits, reviewing of maintenance & inspection reports and clients width of wallet for OPEX/CAPEX plans.
• Be responsible and accountable for the efficient delivery of existing contracts to ensure client satisfaction and sound commercial performance.
• Consult and collaborate with the Maintenance and Projects Sales teams for strategy and pricing of maintenance renewal contracts, and for pricing remedial, pull through and project works resulting from maintenance contracts.
• Be the focal point, working with Ipsum Operations, Planners, Projects, Sales, Finance & Commercial - ensuring a smooth and consistent approach and communications with clients.
• Work with Planning and Projects teams to ensure works are scheduled efficiently, with adequate and competent resources, and that all reports are issued in a timely manner.
• Work with specialist subcontractors ensuring they perform to Ipsum standards and follow the Ipsum Way.
• Consult with Planning, Operations and Projects teams to define requirements, scope, and objectives and ensure that if work is to evolve, we adhere to client requirements.
• Ensure tasks are planned and completed within clients target response SLA (whilst also being aware of the balance between achievement and cost implications).
• Consult with Operations, Planning and Project teams to ensure appropriate resource and functional coverage is always maintained to suit the demands of the business and client.
• Accountable for identifying labour gaps and working with Operations teams to provide resource.
• Ensure that all Ipsum activities comply with statutory legal requirements and understand the commercial requirements and deliverables of the contract.
• Attend meetings as and when necessary to ensure customer satisfaction, client relationship management, scope and tender definition, and Ipsum business development and sales pipeline.
• Accountable for resource utilisation and productivity on the contract and reporting these to the operations team.
• Work with planning team to keep non-productive time to a minimum.

About You:

• Experience of operating in a commercial, multi-divisional organisation and dealing with clients and supply chain.
• Previous experience in management of complex work streams.
• Exceptional communication skills and a strong sense of initiative and the ability to build excellent working relationships with a positive and proactive mindset, willing to learn and progress.
• A warm, professional, and confident manner and be able to remain calm under pressure and can communicate with internal and external parties.
• Takes a personal pride in making improvements.
• Highly organised with excellent numeracy skills.
• Good organisational, presentation and punctuality skills.
• A good understanding of MS office suite.

Our commitment to Equal Opportunities:

We’re proud to be an equal opportunities employer. We welcome applications from all backgrounds and experiences, and we’re committed to building a diverse and inclusive workforce.

Next steps:

If you’re interested in this opportunity, please apply or reach out to the Talent Team for more info!